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Customer's can't access submitted requests without logging in.

T_4gup37

Users can create requests through the customer portal without creating an account. They receive a confirmation email with a "View Request" link, however when clicking the link they are prompted to create an account or login.

In Jira Settings > Jira Service Management > Customer Access under Portal Access "Allow customers to create accounts is bubbled in and "Customers can access and send requests from the portal without logging in" is CHECKED.

IMO this means they should be able to access their requests with just the link in the email and not needing to login.

Accepted answers

All comments

Fabio Racobaldo _Catworkx_

Hi @T and welcome,

if the user is anonymous (he didn't use credential to login into the system), how can JIRA understand what are his requests?

Fabio

Alper Saglam _actioner_

Hi,

I think you are right. When I do the things you described the same thing happened to me, either.

The bottom line is:
if the customer is not opening an account while they are creating a ticket, they should not be forced to do it when they want to view it. The current behavior is a little bit weird.

Alper-

Alper Saglam _actioner_

If I understand correctly, the user is entering an email address while creating a request I have shown in the image:

but when they clicked on the URL that JSM send them in email, they saw this screen in which they asked to have an account:

the interesting case is this, I guess.

Let me know @T if I am abstracting something incorrectly.

T_4gup37

@Fabio Racobaldo _Catworkx_Please see @Alper Saglam _actioner_'s response. This is the exact problem. The link in their email should take them to the request without requiring them to login if configuration is as I showed and the user did not create an account while submitting the request but provided their email.

Ste Wright

Hi @T

You can't do this - for the login-free portal, customers can...

Create tickets
Communicate via email once created (i.e without accessing the portal)

...but, they cannot view the issue in the portal. To do this, they'll need to create an account so all of their tickets (past/present) are linked together under their customer profile.

This is effectively confirmed on this old blog post

---

There is a feature request for this; check it out here: JSDCLOUD-5980

Ste

T_4gup37

I understand they can't. My assertion is that this is a bug, not a feature request. See the screenshot below. Clearly the wording is ACCESS and send requests... without logging in.

access without logging in.png

Ste Wright

Hi @T

They can access the portal and send tickets, along with view the knowledge base.

I understand you want to enhance that, or have it work differently. But that's how the functionality works at present.

Ste

T_4gup37

Agreed that this is how the product is working, but it's not how the settings are worded. It should not read Customers can access... requests from the portal if that's not, in fact true. I'm not asking to enhance anything. I'm just asking it to be in line with what the setting is promising.

Rich Wharton_cg8v8f

My biggest issue here is that some customers are added as customers, just fine, while there are some (maybe 10%) who are being asked to log in with email and password.

When they do this, I get a request for access, which, if accepted, makes this person a user (Agent) rather than a customer.

The only fix I've found is to completely remove them from Jira, and then have them re-send an email into the inbox so they're re-added as a customer. Problem with this is that they no longer have any access or visibility regarding the tickets they previously raised or were participants in.

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